There’s no doubt that Safaricom is one of the very best companies in Kenya. I’m proud that such an innovative and, simply amazing company is Kenyan! God bless all that is good in Safaricom.

Sometimes they make me wonder, though. Actually, they make me wonder a lot. Their customer care is not the worst but it is worse than most. I’m sure many of you are familiar with the term “Sufferingcom” – there’s even a Facebook group! Not to mention that many of my friends and family have “sworn” that they will vuka to another mobile phone service the minute we get mobile number portability in Kenya. (Mobile number portability allows you to move to Orange, for example, but keep your Safaricom number.) What if you could move to Zain, YU, or Orange and keep your Safaricom number, would you vuka too?

I recently won a prize (imagine that) in the ongoing Safaricom “Activate your drive” competition/promotion. I have never won any prize ever before so I was thrilled! Alas, I no longer am thrilled. Collecting the prize has turned out to be harder than I thought it should be. If I won it, why not just give it to me? It’s gone as far as someone from “marketing” being shockingly rude about this. Considering that the “Activate your drive” promotion is supposed to be marketing Safaricom, I find how Safaricom have handled me quite shocking. I suppose sometimes you get too big to care about the little guy.

Marketing is not just the adverts and other promotional gimmicks. It is how ‘customer care’ answer the phone; it is the way you speak to customers; it is the quality of your products or services; it is being honest and genuine. Marketing isn’t what you do when you want to make a sale. It is an ongoing process that starts even before you create your products.

Safaricom, you disappoint me.

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